Executive ViewPoints

How Brand Perception and Shared Values Fundamentally Impact Customer Experience

Throughout my career as a customer experience (CX) practitioner, I’ve seen brands make the same mistake time and again by believing that…

Ethical Commerce: What it is and Why it’s Important

As the world witnessed and weathered recent events including the COVID-19 pandemic, natural disasters, civil unrest and a heavy focus on social…

BNPL: A Win-Win for Retailers and Consumers as the Holidays Approach

With retailers already pushing out holiday sales to entice consumers to buy early and avoid delivery delays due to supply chain congestion,…

How Legacy Beauty Brands are Losing a Big Slice of the $500 Billion Pie to Small Brands — and How They can get it Back

This is not your parents’ beauty industry. Transformed by both the steady wave of ecommerce and the sudden shock of the pandemic…

How These Three Pillars Can Soften the Bullwhip Effect in Your Supply Chain

Supply chain challenges are nothing new, but they are newly in the spotlight as massive consumer delays and shortages affect the shopping…

How Your Brand Can Reward Holiday Shopping Procrastinators

It’s become known as Panic Saturday. You know the one, that final Saturday before Christmas when all the last-minute shoppers descend on…

Product Experience: The Art of Giving Customers What They Need to Know

Both individual consumers and business buyers have become sophisticated about their online shopping expectations, and a good customer experience (CX) strategy is…

Why Ecommerce Retailers Need an Open Relationship with Their Shippers this Holiday Season

Let’s face it — a monogamous relationship with a national shipping company ain’t cutting it anymore. The performance of each of the…

Bots are Threatening Ecommerce Sites — Here’s How to Protect Against Them

Ecommerce sales are projected to reach $908.73 billion this year as pandemic conditions favor online interactions. Many businesses have spent the last…

2022 Predictions: Shipping Experience Will be the Key to Retail and Ecommerce Success

The pandemic has brought about long-term changes for both business operations and consumer expectations, and 2021 taught us how far removed we…

Marketers Must Adapt to Find More Authentic Ways to Engage With Customers

Traditional outbound marketing to consumers, such as email campaigns, SMS text messaging, display ads, retargeting and other forms of “push marketing,” will…